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Ixaris

Technical Support Specialist

Site Operations – San Gwann, San Gwann
Department Site Operations
Employment Type Full-Time
Minimum Experience Experienced

Overview of the Role:

The Technical Support Specialist will be responsible for the smooth running and maintenance of existing systems, installation of new system deployments (possibly off-site) and offer technical support to internal and external clients. The specialist will be part of the Service and Application Management team. The role will require a blend of strong technical and business knowledge, as well as excellent communication skills to be able to provide a highest level of customer satisfaction. The Technical Support Specialist must be a motivated team player that can see projects to completion, work independently, and be willing to assist other team members not specific to his/her duties. 

Overall Responsibilities:

  • Troubleshoot day-to-day issues with application systems and integrated parties, and provide direct support to customers and Service Desk using CRM tools;
  • Maintain operations and administer Ixaris’ proprietary and ancillary systems to meet all SLAs relating to system performance and uptime;
  • Ability to quickly assess an issue and provide clients with short- and long-term course of actions;
  • Be part of the on-call technical support team;
  • Manage incidents that may occur;
  • Develop or implement tools to facilitate system monitoring, identification and solution of problems, as well as master automated release and disaster recovery processes;
  • Automate release processes of all systems, using tools like Rundeck, Ansible and Puppet.
  • Maintain the automated monitoring at all levels: Hardware, Networking, Virtualisation, Operating Systems, Databases, and all Applications, on dedicated hardware or cloud, using tools such as Zabbix, Prometheus and Grafana.
  • Automate configuration management of all levels of the environments.
  • Be involved in ‘Dockerizing’ all systems, including production environments.
  • Interaction with third-party suppliers and other departments as required;
  • Setup of new environments, and manage releases;
  • Prepare documentation for tools and processes.

Skills and Knowledge:

  • B.Sc. in ICT, Engineering or equivalent qualification or a minimum of 3 years of experience in a similar role;
  • Strong working knowledge of MySQL, Linux and Web Applications;
  • Excellent troubleshooting skills;
  • Good written and verbal communication skills;
  • A can-do attitude and willingness to learn.

The following skills will be considered an asset:

  • DevOps, Docker and Continuous Integration/Delivery experience;
  • Experience with tools used for cloud provisioning, configuration management, application deployment, continuous delivery, intra-service orchestration and infrastructure management;
  • Experience in the financial industry, including knowledge on PCI-DSS.
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  • Location
    San Gwann, San Gwann
  • Department
    Site Operations
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
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